Emotional and cognitive involvement of consumers with hotel brands on social networking sites

• Published in: Journal of hospitality and tourism insights (Online) 2019, Vol.2 (4), p.377-390
• Main Authors: Su, Na, Babu, John Mariadoss, Reynolds, Dennis
• Format: Article
• Language: English
• Subjects: Attitudes; Behavior; Brand loyalty; Brand management; Business communications; Cognition & reasoning; Consumers; Customers; Emotions; Hotels & motels; Marketing; Performance evaluation; Qualitative research; Social networks; Social research
• ISSN: 2514-9792; 2514-9806
• DOI: 10.1108/JHTI-10-2018-0064

PurposeBased on persuasion theories, the purpose of this paper is to examine relationships between four types of interactive consumer activities (viewing, liking, sharing and commenting) on hotel brand social networking sites (SNSs) and their cognitive and emotional responses to understand the psychological states underlying such actions and assess their influence on brand attitude and the brand–consumer relationship.Design/methodology/approachA survey was administrated using an online platform. Participants who had been following a hotel brand on any of its SNSs were screened to fill out the questionnaire. Eventually, 226 valid responses were collected and analyzed using structure equation modeling.FindingsThe findings suggest that although both emotional and cognitive involvement can enhance a consumer’s hotel brand attitude, cognitive involvement is associated with a slightly stronger effect in the context of SNSs. Three of the four interactive actions – viewing, liking and sharing – were found to be positively associated with emotional involvement, but only two actions – viewing and liking – were found to be positively related to cognitive involvement. No connection was identified for commenting.Practical implicationsThe study suggests that practitioners should turn their attention to the emotional and cognitive responses their SNSs provoke in consumers, rather than simply on the number of likes, shares and comments they induce.Originality/valueA recent research trend indicates widespread interest in the button functions offered by SNSs (such as “like,” “share” and “comment”) and many studies have tested means of stimulating such physical actions. This study is one of the few to explore the psychological states behind such actions and assess their influence on brand attitude and the self-brand connection.